We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 4927 results
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Decision Reference DRN7440082
4 Mar 2016 1st Credit Limited Not upheldBanking and creditMs M complains that 1st Credit Limited wrongly refuses to remove adverse data registered on her credit file.backgroundMs M owed debts to a bank.1st Credit bought the debts and took legal proceedings against Ms M to recover the money. Ms M says that 1st Credit fail... (2 pages)View decision -
Decision Reference DRN7053447
29 Jan 2015 Motability Operations Limited Not upheldInsurance (excluding PPI)Mr W complains that Motability Operations Limited (MO) left him technically without motor insurance cover for a period between May and June 2014. backgroundMr W leases a car through the Motability scheme. His monthly payment includes the cost of motor insurance. In May 2014 his three ... (2 pages)View decision -
Decision Reference DRN-4019961
1 Aug 2023 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-4019961 The complaint Mr N has complained about his experience when using the banking app for his account with The Co-operative Bank Plc (‘The Co-op’). What happened Mr N registered for The Co-op’s banking app. He wanted to use biometric authentication so that he could log into his acc... (4 pages)View decision -
Decision Reference DRN-2771617
3 Sep 2021 AXA Insurance UK Plc Not upheldInsuranceDRN-2771617 The complaint Mr T complained that AXA didn’t properly investigate his claim under his motor insurance policy, and this caused him financial loss. What happened Mr T’s car was parked in a supermarket car park when it was damaged by another car whose driver (the third party) lef... (2 pages)View decision -
Decision Reference DRN-3124158
15 Nov 2021 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-3124158 The complaint Mr K complains that Liverpool Victoria Insurance Company Limited (LV) avoided his car insurance policy (treated it like it never existed) and refused to pay his claim. Mr K is being represented by a relative, Mr G in his complaint. What happened Mr K took out a ca... (3 pages)View decision -
Decision Reference DRN2255027
22 Sep 2017 Calpe Insurance Company Limited UpheldInsurance (excluding PPI)Mr S complains that Calpe Insurance Company Limited wouldn’t indemnify him under amotor insurance policy for a period during which it didn’t know about his car’s new numberplate. He says it also refused to renew the policy.backgroundMr S bought a new car (“car B”... (2 pages)View decision -
Decision Reference DRN-5622397
13 Jun 2025 Sabre Insurance Company Limited Not upheldInsuranceDRN-5622397 The complaint Mr M complains about Sabre Insurance Company Limited’s decision to decline a claim and cancel a car insurance policy. What happened Mr M had a car insurance policy with Sabre. In May 2024, he reported the theft of his car and made a claim. In November 2024, Sab... (4 pages)View decision -
Decision Reference DRN0899337
14 May 2014 Yorkshire Building Society Not upheldBanking and creditMr and Mrs T complain that Yorkshire Building Society has unfairly introduced one off on-line registration as a requirement for its telephone banking service. They want it to maintain their previous arrangement and to pay them compensation for their distress and inconvenience. our ... (2 pages)View decision -
Decision Reference DRN4995093
20 May 2019 Admiral Insurance Company Limited Not upheldInsurance (excluding PPI)Mr F has complained about how Admiral Insurance Company Limited has dealt with his claim under his car insurance policy.backgroundMr F described two incidents of damage to his car with Admiral. Admiral has treated these incidents as two claims. Mr F’s first claim is for... (2 pages)View decision -
Decision Reference DRN-4757656
1 May 2024 Equifax Limited Not upheldConsumer CreditDRN-4757656 The complaint Mr G complains that Equifax Limited unnecessarily asked him to provide identification to complete its registration process. Mr G also complains that Equifax asked him for identification to complete a deletion request he made. What happened At the beginning of Dece... (2 pages)View decision